In CCB 2.9.0.1.1, Our customer is using Process Flow (CSR-driven) for the Start/Stop/Transfer process. Since go-live, we have observed the following issues:
- When a Customer Service Request (CS Request) is abandoned and has a Person linked, it locks Person record updates.
- When a CS Request is in a non-final status and has a Person linked, it locks Person record updates.
Non-abandoned CS Requests
Because the service request date may be the system date or a future date, the CS Request remains Waiting for Completion until the base batch completes it (e.g., once services become active or stopped). During this transition period, if a CSR attempts to update the Person record, the system throws an error and prevents the change:
“Person Contact cannot be deleted if referenced in at least one non-final Customer Service Request. ID(s): %1. Message number: 3,76023”
Abandoned CS Requests
A CS Request is considered “abandoned” when:
- It is associated with a Process Flow that was not ultimately submitted by the CSR; or
- It is associated with a DSS Enhanced SST Service Task that was cancelled or errored out.
These abandoned CS Requests are unnecessarily reprocessed by batch C1-CSRMP and can sometimes contribute to batch failures.
We raised a Product SR and were informed that there is currently no base process to clean up/purge abandoned CS Requests, and that a workaround is required to manually cancel them. Product also requested that we convert this into an Enhancement Request (ER) so that cleanup functionality can be added in a future release.
Having a cleanup option would help manage this situation more effectively and prevent these errors from occurring in the future.
Any feedback or suggestions would be appreciated. Thank you.